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						<h1 class="title">碧水莲花开展优质服务年活动</h1>
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							<span class="item">分类：酒店新闻</span>
							<span class="item">作者：<span class="yellow"></span></span>
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							<span class="item">发布：<span class="grey">2014-9-28</span></span>
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						<strong>摘要：</strong> 2月6日，在国务院国资委举行的新闻发布会上，电网、通信、民航、旅游等行业的14家中央企业联合发出倡议：2007年在中央企业全面开展&ldquo;优质服务年&rdquo;活动，这是中央企业第一次联合向社会公开作出服务承诺。\\n\\n					</div>
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						<span style="font-size:18pt;"></span><b><span style="font-size:18pt;">&nbsp;</span></b>2月6日，在国务院国资委举行的新闻发布会上，电网、通信、民航、旅游等行业的14家中央企业联合发出倡议：2007年在中央企业全面开展“优质服务年”活动，这是中央企业第一次联合向社会公开作出服务承诺。<br /><br />
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作为发起倡议的14家中央企业之一，香港中旅集团与国资委签订了《香港中旅集团“优质服务年”活动承诺书》，活动将以“六项承诺”为主要内容，以“服务方式文明诚信、服务流程规范高效、服务价格公道合理、服务环境安全和谐、服务质量显著提高”为主题。<br /><br />
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《承诺书》中的“六项承诺”表述如下：<br /><br />
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一、进一步规范旅游服务行为，营造和谐旅游市场环境。本集团下属地面旅行社、网上旅行社、景区、高尔夫球会、海洋温泉度假城、酒店、客运汽车公司和客运船务公司加强行业自律，模范遵守法律法规和行业规范，自觉接受客人、政府与社会的监督。<br /><br />
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二、领导带头，组织本集团全体员工踊跃参与“优质服务年”活动，强化“以安全服务体现以人为本、以诚信服务优化市场环境、以精益服务促进社会和谐、以高效服务推动企业发展”的理念，通过开展岗位培训、岗位练兵和服务技能竞赛，全面提高服务质量，在员工中广泛深入地开展比形象、比热情、比礼貌、比服务、比干劲、比业绩活动，以客人满意率和信任度作为年终考核的重要内容，以优质服务作为港中旅品牌的核心内涵。<br /><br />
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三、坚持诚信服务，树立企业良好形象。在本集团属下酒店、客运汽车、船舶、旅行社、景区、海洋温泉度假城等经营场所张贴优质服务年宣传广告，在公平、公正的原则下，向客人公布相关服务措施及承诺，并层层落实责任，坚决履行承诺，言必行，行必果，坚决杜绝货不对办、强制购物一类的欺诈行为。<br /><br />
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四、致力于做现代文明及先进旅游文化的承载者和传播者，让客人在充分享受优质、高品味、安全可靠的旅游服务同时，充分体验旅游的乐趣，增进见识，陶冶性情，获得身心安康。<br /><br />
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五、做好服务信息反馈工作，为客人提供热情周到的咨询服务，认真对待、及时处理客人投诉，投诉处理率要达到100%，并且宗宗有记录，件件有回复。<br /><br />
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六、建立客人信息档案，下大功夫培育忠诚客户群，顾客想不到的，服务先想到，顾客想得到的，服务更周到。切实做到让顾客放心、社会满意。&nbsp;&nbsp;					</div>
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